Broadband connection loss

[Ashleh1988]

Hi all,

The past few weeks I've been experiencing loss of speed. My internet speed is supposed to be 200mb but after a few speed checks its dropped to 70 - 90mb. 

Also I've started experiecing loss of internet for a few seconds on my desktop gaming pc (wired to router) it kicks out every 2-3 minutes for around 3 seconds but its enough to kick me out of games then it'll reconnect to the internet.  Also does the same on my xbox to.

I've been with Virgin for years and always had good service I've done all the basics, checked the wires are tight, I've done the diagnostics etc. 

[gary_dexter]

Post the network, upstream and downstream logs from the hubs admin pages back here as text 

[Ashleh1988]

Network Log

Time Priority Description

08/05/2021 19:10:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 19:07:18	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 19:46:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 06:42:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 07:22:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 06:42:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 23:55:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 13:05:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 16:42:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 16:42:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 16:39:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 16:39:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 15:53:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 12:41:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:39:17	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 11:19:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 04:11:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 11:19:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ashleh1988]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	5	38	256 qam	9
2	139000000	5.4	38	256 qam	1
3	147000000	5.8	38	256 qam	2
4	155000000	6	40	256 qam	3
5	163000000	5.6	40	256 qam	4
6	171000000	5.5	40	256 qam	5
7	179000000	5.4	38	256 qam	6
8	187000000	5.4	38	256 qam	7
9	195000000	5.3	40	256 qam	8
10	211000000	5	38	256 qam	10
11	219000000	4.8	40	256 qam	11
12	227000000	4.5	38	256 qam	12
13	235000000	4.3	38	256 qam	13
14	243000000	4	38	256 qam	14
15	251000000	3.7	40	256 qam	15
16	259000000	4.1	38	256 qam	16
17	267000000	4.5	40	256 qam	17
18	275000000	4.4	40	256 qam	18
19	283000000	4.5	40	256 qam	19
20	291000000	4.5	38	256 qam	20
21	299000000	5	38	256 qam	21
22	307000000	5.4	40	256 qam	22
23	315000000	5.1	38	256 qam	23
24	323000000	5	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	5	0
2	Locked	38.9	5	0
3	Locked	38.6	6	0
4	Locked	40.3	5	0
5	Locked	39.8	4	0
6	Locked	40.3	5	0
7	Locked	38.9	5	0
8	Locked	38.9	6	0
9	Locked	40.3	5	0
10	Locked	38.9	4	0
11	Locked	40.3	4	0
12	Locked	38.9	5	0
13	Locked	38.9	4	0
14	Locked	38.9	6	0
15	Locked	40.3	0	0
16	Locked	38.9	6	0
17	Locked	40.3	4	0
18	Locked	40.3	4	0
19	Locked	40.3	4	0
20	Locked	38.9	6	0
21	Locked	38.9	6	0
22	Locked	40.3	6	0
23	Locked	38.9	5	0
24	Locked	38.6	5	0

[Ashleh1988]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 40.3 5120 64 qam 3
2 25800000 39.8 5120 64 qam 4
3 39400000 40.3 5120 64 qam 2
4 46200000 40.5 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

[Paulina_Z]

Hi @Ashleh1988,

Welcome to our Community Forum! Thank you for your first post!

I'm sorry to hear that you're experiencing connection issues!

I have looked over your account and cannot see any issues with your power levels at the moment. Can you tell us if you've completed a Pin-Hole reset to see if this will help with your wired connections?

Please keep us updated on this.

Thanks, 

[Ashleh1988]

ill try this today and let you know how I get on 

[John_GS]

How did you get on?

Kind regards,

[Ashleh1988]

Hi guys,

I've done the pin hole reset test its still the same i'm supposed to be getting 200mb but at this time im struggling to get over 60mb. I've reset the router multiple times and its still happening I could do with an Engineer coming out 

[Zoie_P]

Hi Ashleh1988,

Thanks for your reply, 

I have checked your account, your power levels, and the latency within your area there is nothing that would suggest the slow speeds, are the speeds on a wired or wireless connection?

Are you able to post a live BQM graph you can do so here 

Our systems do indicate your 5gz frequency is busy.

Zoie